Proven years of background in customer service & sales with special emphasis on People Management, a self-driven professional now seeking to extend experience in People management within an operational capacity to bring my leadership skills to drive a well-run team
Hi, I’m
Pragya Bhardwaj
Bangalore
Summary
Overview
4
years of professional experience
Work History
HSBC TECHNOLOGY & SERVICE
ASSISTANT MANAGER OPERATIONS - HSBCNET HELPDESK
09.2023 - Current
Job overview
- Led the HSBCnet helpdesk team supporting Asia-Pacific commercial Banking Tier 1 to clients on enquiries and follow-up on HSBCnet payments, account services & amendments / cancellations, return funds, charge details, training, troubleshooting file upload issues, statement retrieval through Mails, calls & chats
- Provided high quality processing service to achieve maximum customer satisfaction within the specified SLA's
- Maintained balance between quality & productivity to ensure optimum resource utilization & achievement of business objectives while striving towards increasing the customer satisfaction
- Provided timely and effective feedback on performance through proactive coaching against job objectives to ensure the performance of the team is in sync with the set business targets
- Monitored teams' performance & ensured adherence to audit and compliance requirements
- Ensured talent is recognized and underperformance is managed appropriately by Identifying and escalating potential showstoppers
- Developed realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale, attrition rates, etc
- Ensured 'Knowledge retention' in the process by continuously developing and training staff
- Managed employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enhanced team productivity by streamlining operational processes.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Improved operational efficiency by adopting new technology for inventory management.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Conducted performance evaluations and provided constructive feedback to employees.
HSBC TECHNOLOGY & SERVICE
CUSTOMER SERVICE REPRESENTATIVE (GLOBAL PAYMENTS SOLUTIONS)
11.2021 - 08.2022
Job overview
- Delivered service across all forums, as per the SLAs agreed for the Business, within a diverse and constantly changing technical environment
- Achieved productivity and quality targets throughout, thereby being rewarded as the Top-Performer of the year
- Conducted timely refreshers & shared procedural knowledge with team members to achieve team and business goals to the satisfaction of all parties
- Conducted regional trainings for multiple markets supervised the process performance & took up improvement initiatives for the new joiners
- Provided back up support for other peer groups within the Team in times of shrinkage
- Organized and completed work within agreed timescales including Assistance with escalations, special Ad Hoc Reporting, Projects & customer Trainings
- Maintained HSBC regulatory control standards, including the implementation of audit points to manage operational risk, including its identification and reporting to the Line Manager in accordance with the audit framework
- Managed to work under pressure by extending working hours & offering service during multiple shifts
ORANGE COUNTY RESORT
SALES EXECUTIVE
10.2020 - 09.2021
Job overview
- Generated sales and met targets through effective sales process using database provided
- Developed, Maintained and Consistently kept the Customer database effective
- Ensured timely and efficient follow up procedures (Courtesy call, Feedback and Referral calls)
- Demonstrated thorough proficiency in product to effectively satisfy any customer queries
- Submitted Daily Service Reports and all requisite reports in a timely manner
- Maintained excellent interpersonal relationships with Subordinates, Colleagues and Superiors
Education
Mount Carmel CollegeBengaluru, India
Bachelor of Arts from History, Journalism, Travel, Tourism
05-2020
University Overview
Skills
Ability to Lead by example
Accomplishments
Accomplishments
- Shining Star, GSC India Start Night Awards, Bangalore, 2023
- Change Champion, Rewards & Recognition Ceremony, 11/01/23
- Quality Champion, Rewards & Recognition Ceremony, 10/01/22
- Top Performer, 03/01/23
- Top Performer, 03/01/24
- SME & SPOC, Nominated for new age tools introduced to the process like Microsoft Dynamics & IQA
- Highest Revenue Generator, Closures worth 95 Lakhs in the span of two months amidst covid lockdown in 2020
Timeline
ASSISTANT MANAGER OPERATIONS - HSBCNET HELPDESK
HSBC TECHNOLOGY & SERVICE
09.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE (GLOBAL PAYMENTS SOLUTIONS)
HSBC TECHNOLOGY & SERVICE
11.2021 - 08.2022
SALES EXECUTIVE
ORANGE COUNTY RESORT
10.2020 - 09.2021
Mount Carmel College
Bachelor of Arts from History, Journalism, Travel, Tourism
9 2020
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